...at a medium sized company that supports Windows, Mac, and Linux desktops. I'm more on the programming side, but I stay on top of the support issues for various departments. Macs need tech support largely for the same reason Windows users do: because most users aren't terribly computer savvy, aren't confident enough to just try plugging things in, make dumb mistakes, and generally don't know where to find easy answers.
From my experience, Macs need very little tech support when we give them to, say, the publications department - but become much more problematic for field staff and managers (especially to start) because things aren't where they've grown to expect them to be, because of limited software availability, and because of more limited "local guru helpers" (ie. that guy in cubicle 4 who's into computers).
So when I say that I wouldn't think IBM will see this sort of support benefit ratio as they move to wider roll out, I'm doing so based on experience, and also on a suspicion that IBM has motivation to present this information in an exaggerated way (a suspicion confirmed by insider perspectives in other comments).
But now that I know that you, personally, haven't had problems with your Macs... well that changes everything. Thanks so much.